# Prepare a sanitized software support case Canonical page: https://agents.paretoid.com/workflows/prepare-a-sanitized-software-support-case/ Category: Operations & Reporting Practice relevance: cross-practice. A general operational method. Review the stated tool and jurisdiction limits before use. Jurisdiction/provider scope: Separate observed symptoms, conflicting evidence and unanswered questions. Status: Proposed / not tested. The public source describes the problem. Documentation supports only the stated method components; no result from this recipe has been verified. Verification: Source methods and reported problems have been reviewed. We have not run the adapted workflow. The sample below describes expected behavior on synthetic data, not a customer result. ## The problem Separate observed symptoms, conflicting evidence and unanswered questions. Why it matters: A support request is harder to resolve when product versions and observed steps are mixed together. A concise evidence-linked report helps the team describe the problem without guessing its cause or exposing unnecessary information. ## Sources and evidence - pain: [Pain evidence: Clio and File Explorer PC](https://www.reddit.com/r/clio/comments/1trajni/clio_and_file_explorer_pc/) Clio and File Explorer PC, 2026-05-29, older: a sole practitioner without direct IT support reports different attachment-saving behavior on an old and new computer, multiple storage destinations, and disagreement with support despite sending a screenshot. The dated public rendering establishes the date. The complaint is historical; this recipe does not endorse a commenter’s guessed technical cause. - pain: [Pain evidence: dated public rendering](https://ja.reddit.com/r/clio/comments/1trajni/clio_and_file_explorer_pc/) Additional self-reported public account; no independent identity or outcome verification. - method: [Method: Microsoft Snipping Tool guidance](https://www.microsoft.com/en-us/windows/learning-center/how-to-use-snipping-tool-on-windows-screenshots-shortcuts-and-screen-recordings/) Microsoft Snipping Tool guidance documents local screenshots/recording. Clio's official support contact page establishes the vendor's support channels. Neither proves that an assistant can diagnose or fix the issue. - method: [Method: Clio's official support contact page](https://www.clio.com/contact/?cta=contact-footer) Additional official capability reference. The complete adapted recipe has not been tested. Source checked: October 15, 2026. Pain accounts are self-reported. Documentation supports components; this adapted recipe and prompt have not been tested. ## Suggested approach Start when: Repeated software issue or unresolved support exchange 1. structure already-observed behavior, known environment differences and safe reproduction steps 2. Keep source references and report unknowns instead of filling gaps. 3. The responsible reviewer checks the report before any separately approved action. ## What you need - Actual incident notes and product/OS/version evidence already available to authorized staff; a non-sensitive test view if a screenshot is needed. - Existing firm-approved Acrobat Studio, AI Assistant add-on, or another plan including Acrobat AI; online services/cloud storage, language and region must be permitted. No purchase, login or connection is part of this verification. The manual route works without AI. - Preserve original evidence unchanged in restricted storage. Use synthetic material first. Prepare a separate, explicitly approved minimized AI input; aliases alone do not anonymize narrative or attachments. Do not upload raw originals or an alias key merely because another tab/file is sanitized. - Use synthetic inputs first. Keep real data in firm-approved accounts and processing, with appropriate access, confidentiality and retention controls. Aliases alone do not anonymize records. Never paste credentials, API keys or unnecessary client details. ## How to use Documentation-verified component path; proposed adaptation, not tested - No universal application log export is claimed. Raw network logs, client screenshots, tokens and whole desktops are excluded. Historical observations may be reported without reproducing the failure. Access and setup: - Actual account access, source versions/completeness, privacy approval and reviewer sign-off were not observed. ### 1. Capture only the observed symptom Tool: Windows Snipping Tool and local incident notes Location: Windows+Shift+S > rectangular capture; Snipping Tool > Save For a permitted synthetic view, capture only the relevant application area. Otherwise use already-approved evidence without reproducing the issue. Record product/version as actually observed, exact error, occurrence time/timezone, expected/actual behavior, observed steps and frequency; unknown fields remain unknown. Keep raw evidence restricted and write a separately approved text description keyed to evidence IDs. Expected output: Sanitized incidents.txt and evidence inventory; optional sanitized screenshot stored locally. Next step: Staff visually checks every image; only approved text descriptions, not unrestricted screenshots, enter the AI source set. Check before continuing: Capture is a manual evidence step, not diagnosis. Never expose notifications, paths with client names, credentials or unrelated windows. Execution status: Official public documentation checked 2026-10-15; no account, source-data acquisition, prompt run or end-to-end workflow was tested. Step documentation: https://support.microsoft.com/en-us/windows/apps/use-snipping-tool-to-capture-screenshots ### 2. Load only the approved AI input Tool: Acrobat PDF Spaces Location: Acrobat homepage > PDF Spaces > Create a PDF Space > upload files or Paste copied text > Add to PDF Space Add sanitized incident notes and the evidence-ID descriptions. Use clear source/version labels and verify the Files panel. Do not add originals that have not separately been cleared for Adobe processing. Expected output: Visible approved source set in the PDF Space; no account integration is implied. Next step: Use the AI Assistant message field in this same space for the next prompt. Check before continuing: Confirm every named source is actually loaded and readable. PDF Spaces supports up to 100 files, 100 MB and 600 pages per file; unsupported/password-protected/handwritten material blocks affected extraction. Execution status: Official public documentation checked 2026-10-15; no account, source-data acquisition, prompt run or end-to-end workflow was tested. Step documentation: https://helpx.adobe.com/acrobat/desktop/explore-pdf-spaces/create-pdf-spaces.html https://helpx.adobe.com/acrobat/desktop/explore-pdf-spaces/supported-formats-limitations.html https://helpx.adobe.com/acrobat/desktop/explore-pdf-spaces/pdf-spaces-faq.html ### 3. Run the bounded prompt and inspect citations Tool: Acrobat AI Assistant Location: The PDF Space AI Assistant message field Paste the prompt below. Open each source-number citation, check it, and use Copy to transfer the answer into a new local Word document or text file. Correct errors using the originals before reliance. Prompt: ```text Draft a support case from these sanitized incident observations. Include environment, expected behavior, actual behavior, observed steps, frequency, first/last occurrence, evidence IDs and unanswered questions. Distinguish observations from hypotheses and leave missing details unknown. Cite the source note for each fact. Describe any proposed reproduction with synthetic data only; do not execute it. Exclude credentials, client information, raw logs and unrestricted screenshots. Do not diagnose a root cause as proven, contact support or change settings. ``` Expected output: Support-case draft and a list of attachments the human must separately approve. Next step: Save the checked draft as support-case-review.docx; carry source IDs, versions and reviewer corrections into the next review step. Check before continuing: Contradicting screenshot descriptions must remain a conflict; similar product names must not be merged. Execution status: Official public documentation checked 2026-10-15; no account, source-data acquisition, prompt run or end-to-end workflow was tested. Step documentation: https://helpx.adobe.com/acrobat/desktop/use-acrobat-ai/generative-ai-features/ai-get-answers.html ### 4. Human review and final handoff Tool: Responsible staff reviewer and lawyer/process owner Location: Local reviewed report beside the frozen source set Staff or IT confirms facts, scrubs each proposed attachment and verifies the vendor’s official support destination. Save the approved draft and attachment list locally. Expected output: A support-ready draft with explicit unknowns and attachment approvals. Next step: Contacting support or uploading any file is a separate authorization, not part of this documentation pass. Check before continuing: All unresolved or unreadable evidence stays open. No inferred approval or external action follows from AI output. Execution status: Official public documentation checked 2026-10-15; no account, source-data acquisition, prompt run or end-to-end workflow was tested. Step documentation: https://helpx.adobe.com/acrobat/desktop/use-acrobat-ai/generative-ai-features/ai-get-answers.html ## What you will get support-case.txt: product/environment, observed steps, expected and actual behavior, exact error, evidence references, contradictions and unanswered questions. No live reproduction, attachment review or vendor submission is implied. ## Human review and limits Staff/IT verifies every fact and examines each attachment before deciding what can be shared with the verified vendor. Test two different products with similar names and a screenshot that contradicts the narrative. No automatic upload or external send. The assistant drafts or reports only. Check source records and review the output before a human performs any separately approved send or change. No automatic legal decision, money movement, account connection or publication is included. What to measure: In a synthetic pilot, count correctly found exceptions, false alarms, and unresolved inputs. No time or cost saving is assumed. ## Original prepared-input schema incidents.csv: incident_id, product, product_version, os_version, browser_version, observed_at, timezone, expected_behavior, actual_behavior, observed_steps, frequency, last_known_good, exact_error, screenshot_ids, source_ref evidence.csv: evidence_id, incident_id, evidence_type, sanitized_description, source_ref, privacy_review_status; scope.txt: historical-only reproduction boundary and approved support recipient for later review Synthetic example input: ```text Synthetic inputs are included in the starter kit. incidents.example.csv evidence.example.csv scope.example.txt ``` Expected synthetic output: ```text INC1: narrative says Save absent but EV1 description says visible. Flag contradiction and ask staff to verify; do not select a cause. INC2 belongs to Product-A Lite, not Product-A; separate environment and incident scope. INC2 has unknown frequency, last-known-good and destination. Do not fill gaps. Draft should include source-linked observations, hypotheses labeled unverified, and questions. No screenshot attachment may be claimed reviewed because none is supplied. ``` Failure check: Staff/IT verifies every fact and examines each attachment before deciding what can be shared with the verified vendor. Test two different products with similar names and a screenshot that contradicts the narrative. No automatic upload or external send. ## Starter files Native blank scaffolds and original synthetic examples may use different schemas. Follow NATIVE-INPUT-MAPPING where supplied. These files do not connect accounts or install automation. - [Download starter kit](https://agents.paretoid.com/assets/starter-kits/s19-starter-kit.zip) — All inputs, synthetic examples and review notes in one ZIP. No automation is installed. - [Start here: get the sources and prepare the review](https://agents.paretoid.com/assets/starter-kits/s19/START-HERE.txt) — Documentation-checked acquisition, explicit manual mapping, exact prompts and human review limits - [incidents.csv](https://agents.paretoid.com/assets/starter-kits/s19/incidents.csv) — Blank input template with exact recipe headers. - [incidents.example.csv](https://agents.paretoid.com/assets/starter-kits/s19/incidents.example.csv) — Separate synthetic fixture input. Do not mix these rows into real exports. - [evidence.csv](https://agents.paretoid.com/assets/starter-kits/s19/evidence.csv) — Blank input template with exact recipe headers. - [evidence.example.csv](https://agents.paretoid.com/assets/starter-kits/s19/evidence.example.csv) — Separate synthetic fixture input. Do not mix these rows into real exports. - [scope.txt](https://agents.paretoid.com/assets/starter-kits/s19/scope.txt) — Blank text input worksheet. Fill its fields with approved evidence; no default assumptions are supplied. - [scope.example.txt](https://agents.paretoid.com/assets/starter-kits/s19/scope.example.txt) — Separate synthetic text input fixture; use with the example CSV files only. - [Expected fixture findings](https://agents.paretoid.com/assets/starter-kits/s19/expected-fixture-result.txt) — Read-only expected output and failure conditions for the included synthetic input files. - [Setup and review checklist](https://agents.paretoid.com/assets/starter-kits/s19/README.txt) — Recipe-specific prerequisites, file mapping, prompt, setup steps, checklist and limits. ## Optional original prepared-input prompt Destination: Your firm-approved AI assistant · prepared files This original prompt uses its own prepared-input schema. Do not mix it with native-step tables without the supplied mapping. ```text Turn these sanitized incident notes into a support-case draft: environment, expected behavior, actual behavior, observed steps, frequency, first/last occurrence, source evidence and questions. Separate observations from hypotheses and do not fill missing details. Describe any requested reproduction using synthetic data only; do not execute it. Do not include credentials, client information, raw network logs or unrestricted screenshots. Do not contact support or change settings. INPUTS incidents.csv: incident_id, product, product_version, os_version, browser_version, observed_at, timezone, expected_behavior, actual_behavior, observed_steps, frequency, last_known_good, exact_error, screenshot_ids, source_ref evidence.csv: evidence_id, incident_id, evidence_type, sanitized_description, source_ref, privacy_review_status; scope.txt: historical-only reproduction boundary and approved support recipient for later review OUTPUT support-case.txt: product/environment, observed steps, expected and actual behavior, exact error, evidence references, contradictions and unanswered questions. No live reproduction, attachment review or vendor submission is implied. Use only these synthetic or firm-approved inputs and preserve source row/page IDs. Keep missing or conflicting evidence unresolved. Return a draft for the named reviewer. Do not send messages, connect accounts, change records or permissions, move money, or make legal decisions. Keep source files unchanged. List missing prerequisites before continuing. ``` Proposed / not tested · editorial prompt Published by Law Firm Agents. Proposed adaptation; not tested. Not legal advice.